1. Overview
At Our Store, we want you to be happy with every order. This Refund Policy explains when you can return an item, how to request a refund or replacement, and how long it takes. Please read it carefully before placing an order. By buying from us, you agree to this policy.
2. Who This Policy Applies To
Most of our customers are trade and business buyers. If you are buying for your business, the Consumer Contracts Regulations (which give consumers a 14-day cancellation right) may not apply, and refunds are handled under this policy. If you are buying as a consumer, your statutory rights under UK law are not affected by anything written here.
3. Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty or not what you ordered, we will replace it or refund you in full, including the original delivery cost. To make a claim:
- Contact us within 48 hours of delivery
- Send your order number, a clear description of the problem, and photos or a short video of the item, the packaging and the delivery box
- Keep all original packaging until we have confirmed the claim
We may ask you to return the item before we issue a replacement or refund. In that case, we will pay the return postage.
4. Missing Items or Lost Parcels
If any items are missing from your parcel, please tell us within 48 hours of delivery and include photos of the sealed package and the contents. If your parcel has not arrived within the expected delivery time, contact us and we will investigate with the courier. Once the investigation is complete, we will send a replacement or issue a refund.
5. Change of Mind Returns
Because of the nature of our products, we do not accept change-of-mind returns on opened, used or tampered items. We may accept returns of unopened, sealed and unused stock in its original condition if you contact us within [7] days of delivery and we approve the return first. In that case, you pay the return postage, and a restocking fee of [10]% may apply. Items must be in resaleable condition.
6. Items We Cannot Accept Back
For safety, hygiene and legal reasons, we cannot accept returns of:
- Opened, used or tampered products
- Items with broken seals or damaged original packaging (unless it was damaged on arrival)
- Items returned without our prior written approval
- Clearance, discounted or special-order stock (unless faulty)
- Products damaged by misuse, storage problems or normal wear
7. How to Request a Return or Refund
- Email us at [your email] with your order number and the reason for the request
- Attach photos or video where the item is damaged, faulty or incorrect
- Wait for our reply. We usually respond within 1 to 2 working days
- If approved, we will give you the return instructions and a return address
Please do not send any item back without our approval. Returns sent without approval may not be accepted or refunded.
8. Returning an Item
Pack the item securely, include your order number, and use a tracked delivery service. We recommend keeping proof of postage. We are not responsible for items lost or damaged on their way back to us if untracked.
9. Refund Process and Timing
After we receive and inspect your return, we will email you to confirm whether your refund is approved. Approved refunds are sent to your original payment method. Please allow 5 to 10 working days for the money to appear, depending on your bank or card provider. If you paid by bank transfer, we may refund to the account you paid from.
10. Refund Amount
For approved refunds, we refund the price of the returned items. Original delivery charges are refunded only if the item was faulty, damaged or sent in error. Any restocking fee, where it applies, will be deducted from the refund.
11. Cancelling an Order
You may cancel an order before it is dispatched by contacting us as soon as possible. We cannot cancel orders that have already been dispatched, but you can ask for a return once they arrive, under the terms above.
12. Age Verification Failures
We only sell to adults aged 18 and over. If we cannot verify your age or business details, we may cancel your order and refund you in full to your original payment method.